Cutting Edge Management and Marketing Ideas for Independent Operators, Salons and Spas. Use these ideas with your MIKAL software to move your business forward. Not using MIKAL yet? Call us for a free evaluation and walk through of what we can do for you! Welcome - Fred Dengler MIKAL Co-Founder and CEO
|Posted on March 30, 2020 at 1:30 AM||comments (8)|
2020 is a MESS - We are starting the New Year in MAY!
Don't think New Year's Resolutions, think about your 2020 EVOLUTION
Resolutions don't work. The average person keeps them for less than 2 weeks (remember the gym membership, fruit diet, juicer machine etc…;). So the wheels will fall off the Resolution train.............
Why don't resolutions work? Because it is our human behavior. It is our habit. It is easy. It might even be satisfying. So instead of trying to change behavior why not change the environment, the process, or the system and the behavior will change.
So instead let's EVOLVE!
Let's look at every system and process in our business and figure out how we can make it simpler, faster, better for staff and clients, and of course more profitable.
A few examples:
The front desk is an area of on-going frustration. Turn over of staff, poor client service, down time is not used to clean, organize, do confirmations, and retail and rebooking is not a priority.
So do we resolve to put as much time into the front desk as needed to change these things? Do we clean house and hire new receptionists? Is that our Resolution, to have a Revolution?
Ready to go all Tabitha on the desk?
Or the idea from MIKAL....
How about activating EMBA so the future appointment is booked before the client even comes up to the front desk to check out? The Employee Mobil Booking App lets your staff book the client's next appointment on their smart phone with the client at the end of the service!
How about embedding the Surveymonkey surveys into the automatic new client and reminder emails and texts MIKAL sends out for you for immediate feedback and ideas on what needs to change to improve the client experience?
How about putting in message on hold and call queue option on the phone to auto hold calls if not answered in 2 rings so the front desk can finish sales, rebook, and close retail without interruptions on putting people on hold?
- Support system involves giving the upsell offers in your message on hold.
- Education needs to happen so staff knows how to handle the call queue option.
How about giving a bonus when the receptionist rebooks a client, upsells a service, converts a price call to a booking, and sells NEW retail items to a client? The desk would be rewarded to do the things you want them to do. Sales would increase, retention would go up, and the bonus would increase wages so they would not leave over a fifty cent pay increase from a company down the street.
- Support system involves setting spiffs for rebooks, upsells, add on sales in MIKAL.
- Education needs to have scripting in place to deliver the offers.
- Support system needs to give clients loyalty points for rebooking automatically.
How about setting up the receptionist goals so every week they get a report on how they are doing compared to your expectations?
If the present desk staff can't embrace these positive steps how about hiring people that are going to embrace your systems?
So we Evolve with changes to the systems and the process allowing the people to change their behavior. You can manage the process instead of the people.
Why not do this for other areas?
Retailing - what can be changed to make retail easy?
Professional inventory- what can be put in place to track and fine tune inventory?
Stylist behaviors - what can be put in place to reward positive behaviors?
Social marketing - what can be put in place to make it automatic and effective?
Let's think through these areas and enhance the process and systems.
Come to Camp MIKAL Cincinnati Sept. 19-21 and brainstorm these areas - make a plan - make the changes.....
There are 25 "slots" left for the seminar.
Call and register now 513-528-5100 or go to the Pricing and Training Services tab and sign up for CAMP! MIKAL Salon Software
|Posted on March 26, 2020 at 10:40 AM||comments (9)|
Are you opening a NEW SALON and SPA this spring or summer?
SUCCESSFUL START PROGRAM
Exclusively by MIKAL
MIKAL, with almost 40 years in the business of helping salons and spas market and manage better has put together a Successful Start program for new salon and spa launches.
We have start up spreadsheets. Opening checklists, Front Desk Operations manuals, Employee Policy manuals, Award Winning Software, and HP Point-of-Sale computer systems.
The average salon/spa does not reach break even for 2 years!
The average salon/spa (50%) is not in business for 3 years.
With your time and money investment you DO NOT WANT TO BE AVERAGE. Our program will insure that your dream is a success!
MIKAL has the systems, training, marketing and management ideas that will make sure your business is busy and profitable fast.
This plan can be tailored to your needs. We can accelerate the time line to make your opening deadline. We are here to help you!
The MIKAL Marketing Team
The Success Plan
You need a plan to be successful with your new business. Many salons and spas open the doors, have a one week grand opening, and wait for the clients to come rushing in. And wait. And wait. And….
A MIKAL Success Plan story:
60 days prior to opening.
First you need to pre-sell your services. Get a list of perfect clients within 5 minutes drive time of your salon/spa. Load then in your MIKAL system and send a postcard to them 30 days before opening and the week you open. MIKAL will load in your perfect prospects, help you with your Unique Selling Points Postcard and e-mail marketing, and set up your system for prebooking services.
We can also help you with product lines that give you TWICE the mark up, don’t have diversion problems, and generate tons of profits!
30 days prior to opening.
Load your present clients into MIKAL or have us import them easily and send them a special on booking and gift cards. MIKAL will help you set up credit card processing for new and pre-opening sales! Run the credit cards right through your MIKAL system. Start booking appointments from the mailing and e-marketing on your MIKAL system. Pre-sell gift cards $100 value for $80. You will need and get great cash flow.
Start your/MIKAL Grand Opening Plan.
Do the Grand Opening mailing and e-marketing with MIKAL.
You will be busy the first week.
Stay with the 12 Month Grand Opening plan. Note that your Grand Opening should end the week your one year anniversary events start!
Call your MIKAL Consultant and get your plan going! 800-448-5420
513-528-5100 [email protected]
|Posted on March 22, 2020 at 7:45 PM||comments (7)|
Just imagine.................Having your MIKAL computer look at the cancellations and availability in your book and automatically sending appointment opportunities to your clients. The book fills up! Like MAGIC….Your JITA Genie has arrived!
Every night our system looks at the availability in your book and sends your clients an e-mail or text message inviting them to take advantage of the booking opportunity. We call it JITA the Just In Time Appointment system.
What is JITA worth to you? If JITA adds just one appointment per day for a service provider and the average service is $40 then JITA will increase sales $8000.00 per service provider per year. EIGHT THOUSAND DOLLARS! That is a 10 percent increase in sales for the average service provider. WOW. PLUS - when a client cancels how much time do you spend trying to fill that appointment? Do you call the wait list, try to rearrange the book? Save all that time and know that JITA is working for you every day.Cross market openings for Spa to Hair clients and Nail to Spa clients – automatically. JITA runs and the book fills up!
Wish you were booked SOLID?
You are in control
You decide who gets the JITA offers.
You decide to send only to clients who do not have a future appointment for that service.
You decide the limited number of offers for each employee.
You decide if JITA offers morning, afternoon, or evening booking opportunities.
You decide the service recommendations that match each employee's services.
You decide if there is a discount.
So unlike web based services that you have to pay for and revenue share the booking income with..... YOU ARE IN CHARGE.
You don't share your revenue. (Booking services charge a sign up fee and 15-18 percent of service booked)
You don't have to give discounts.
You don't create clients who WAIT for appointment offers.
You don't have staff mad at discounted offers being done during busy times.
You don't give your client list to someone else.
You MAKE MONEY.
Want to see JITA?
Call MIKAL and see how JITA will work for you. Call your MIKAL consultant today 513-528-5100 or email [email protected]
|Posted on February 5, 2020 at 11:40 AM||comments (28)|
Come to CAMP MIKAL in Cincinnati this September
Get trained up on Six and SEVEN
Get your App - EMBA - On-Line Gift Cards - Goals - More going!
You will receive:
3 days of classes Sept. 19-21
150 page workbook
Hands on Resource area and FREE Wi-Fi
Get ALL your questions answered
$100 Software Option Certificate
Information packed CD
2-Luncheons included and cocktail party Sunday night
Attendee gifts - fun goodie bag
Hosted at the Cincinnati Airport Wingate Hotel with room rates of only $84/sngl $94/dbl a night including airport shuttle, daily buffet breakfast and WIFI. Call 859-905-0747 for the Mikal room block rates.
Register for Camp MIKAL for the VERY Early Birdie rate of only $169 per person. Call today 513-528-5100 or log onto Mikal.com and sign up!
Can't make Camp? Are you on the latest and greatest MIKAL SEVEN version?
Make sure you are doing Xris-Xross Marketing
JITA to fill the book when cancels happen last minute
EMBA to see client tech info on your phone
Auto Min/Max and get your inventory in shape
Plus plan on some FUN in Cincinnati that weekend
Zinzinnati Oktoberfest - 8 blocks of downtown set up for the largest Oktoberfest outside of Germany
Newport Aquarium - internationally acclaimed
Saturday Hudepohl Brewery Run
Saturday 2pm-10pm Summer Send Off Erlanger Ky (near the hotel)
Sunday 4pm Cinci Reds baseball vs Cardinals
513-528-5100 [email protected]
|Posted on December 31, 2019 at 8:40 PM||comments (73)|
20 Questions Before Starting your Salon/spa
So you’ve got what it takes to be an beauty salon or day spa entrepreneur? Now, ask yourself these 20 questions to make sure you’re thinking about the right key business decisions:
1. Why am I starting a business?
2. What kind of business do I want?
3. Who is my ideal customer?
4. What products or services will my business provide?
5. Am I prepared to spend the time and money needed to get my business started?
6. What differentiates my business idea and the products or services I will provide from others in the market?
7. Where will my business be located?
8. How many employees will I need?
9. What types of suppliers do I need?
10. How much money do I need to get started?
11. Will I need to get a loan?
12. How soon will it take before my products or services are available?
13. How long do I have until I start making a profit?
14. Who is my competition?
15. How will I price my product compared to my competition?
16. How will I set up the legal structure of my business?
17. What taxes do I need to pay?
18. What kind of insurance do I need?
19. How will I manage my business?
20. How will I advertise my business?
|Posted on November 16, 2019 at 2:25 PM||comments (8)|
Imagine setting up your marketing ONE time and then letting your system manage it for you - with $$$$$ results!
MIKAL software will do all this marketing and more.......
JITA just in time appointment opportunities e-mailing and texting out automatically to fill your book every day no extra cost, no revenue share, you keep ALL the money.
Don't let last minute cancels trash your appointment book!
AutoPilot Marketing sending appointment confirms, thank you, Birthday, referral, and reminder e-mails and texts automatically every day at no extra cost.
Now with exclusive Xris-Xross Marketing - build your biz!
Plus included at no extra cost:
On-line booking for your clients included no extra cost.
EMBA employee mobile app for your smart phone included!
Loyalty Points tracking and redemption module included!
Credit card processing at 1.35% - or pick your OWN vendor!
No fee gift card sales and redemptions.
Inventory and sales tax tracking.
QuickBooks, VistaPrint, Constant Contact integration.
No extra fees, costs, revenue shares - just make money!
Complete business management and sales tracking.
Complete client profile with tech cards & buying history.
Single operator version just $39 a month
5 Employee salon version just $79 a month
Call for our Large Salon/Spa version information! 800-448-5420 [email protected]
|Posted on November 5, 2019 at 9:15 AM||comments (1)|
Your compensation system needs to match performance to income, especially at the high end. We should not lose our top performers to a higher "percentage".
It costs over $ 6000.00 in time, expenses, and training to bring new employees on board and get them productive. This does not allow for lost sales!
We need to set up a compensation system that helps us to keep our top operators.
Most salon/spa compensation systems do not reward the top achievers in the salon while making the employees that are at break even (or less) works harder to receive the same benefits that the top performers receive.
Who are your TOP performers?Running the Ranking Report for the Year will show who is leading the pack. The Management Summary helps you see performance using specific benchmarks.
Do you have this challenge?
Some of your operators may have begun to realize that they can make a comfortable living by showing up 25 hours a week and being booked solid during that time. The problem with this is that, while they are good revenue producers, they:
1.) take up "prime time" (Red) hours with their regular customers so that new customers cannot get in and new operators cannot build.
2.) are in the salon/spa doing customers with a full book and they cannot help with any salon/spa operations like folding towels, cleaning, helping at the desk.......
3.) become more independent because they are not in the salon culture often enough (they stop being part of the team)
We recommend you grandfather your present staff (continue to pay them in the agreed on way). You need to develop a compensation system for new employees that is more motivating and is based on contribution to the salon/spa's overall goals.
Hours:Any employee working less than 36 hours per week is not considered full time. Non full time staff does NOT get paid vacations, may be required to share the station, and cannot have all "prime time" hours (ex: they only get to work every other Saturday).
Any employee working less than 30 hours per week is considered part time and does NOT receive paid vacations, sick days, free business cards, exclusion from service charges, must share a station and must book all work during Green and Yellow booking times (see Booking ideas earlier in this report).
Track all employees hours on the time clock.
Order our Staff Up CD from our Web Store for complete compensation set up details or call us with ??? 513-528-5100
|Posted on October 30, 2019 at 3:55 PM||comments (0)|
I was reviewing some of our MIKAL long term accounts - maybe you! And noticed that you are still on an OLD version of MIKAL!
The latest and greatest has Automatic Text and E-mail marketing, keeps client pictures, has much more flexible reporting, and has years of updates and enhancements written into the system.
So why not upgrade now?
If you have been holding off due to the one time cost I have a solution. Switch to the rental version of MIKAL!
You can rent MIKAL with support, enhancements, upgrades, all included in a reasonable monthly cost. Plus get all the power of MIKAL SEVEN.
Keep your information. Easy learning curve and powerful new features.
PLUS rental includes On line booking, EMBA employee mobile app, JITA just in time system and more!
Your MIKAL Consultants
|Posted on October 22, 2019 at 10:15 AM||comments (7)|
Do you tell your staff the ““why”” of the work?
As you know MIKAL is involved in the push for higher productivity and better communication using our software program as a major tool in getting this task accomplished, it’s disturbing how many salon/spa managers neglect the crucial task of creating the “why”. Most salon/spa managers are so concerned with instructing receptionists and stylists on how to do their jobs that they ignore the equally important questions of “why” the jobs need to get done, and for whom they are doing the work. If receptionists and stylists don’t understand the the “why” of what they do, it makes the work meaningless. If you are not using a weekly goal setting and feedback system it’s time to get it going! The “why” for you to set up the goal setting is that the average stylist or receptionist increases sales and performance up to 10% just by setting goals and getting regular feedback!
This lack of “why” is not just a problem for the Beauty Industry! For an idea of how dangerous this is to a salon/spa’s health, a recent Gallup study showed that 71% of workers are “not engaged.” When asked what caused them to disengage, the workers overwhelmingly cited the requirement to perform useless tasks. This begs the question, “why” are salon/spa managers assigning so many useless tasks? How many times do we hear ““why”” do I have to fill out the client information card, or ““why”” are you mad when I can’t get the new customer thank you mailing done one week? Or even more likely the tasks just don’t get done, or are only done when you ride the staff. This creates resistance and also wears you out as a manager.
It seems more likely that receptionists and stylists only think their work is useless. Creating the “why” is instrumental in giving receptionists and stylists a new perspective on how their work fits into the salon/spa as a whole. We need to take the time to give them the Big Picture at every opportunity.
The idea of creating the “why” for receptionists and stylists isn’t new, but the most popular method used to make workers feel invested and relevant to the operations of the salon/spa – profit sharing or quarterly bonuses or commissions for selling or doing certain activities – has been largely ineffectual. While profit sharing gives receptionists and stylists a legitimate ownership stake, they do little to show workers how they actually impact a salon/spa’s overall performance. Most receptionists and stylists perceive their profit sharing or year end bonus as kind of a lottery ticket over which they have no influence, while the actual performance of the organization is dictated by market swings, owner decisions, and other forces beyond their control. This feeling of irrelevance tends to increase in direct correlation to salon/spa growth, especially in larger salons/spas; in general, as the size of the salon/spa increases, workers’ sense of professional value decreases.
We need to get better as we get bigger or we lose the economy of scale and the personal involvement customers are looking for in a salon/spa. How many times do you see a nice salon/spa expand and then lose staff (because they fail to create the ““why”” and then start to lose customers because the personal service and involvement are not there any longer!
For owners and senior salon/spa managers who are making strategic decisions, the need to create the “why” for their team takes on an even higher level of importance. Most salon/spa owners are many levels removed from front desk and service providing types of customer interaction. Instead, customer feedback comes in the form of reports and research. Tapping into the experiences of receptionists and stylists who interact with customers can provide a valuable new source of information in the decision making process. Consider a general trying to gather information from the battlefield. Would he be able to make informed strategic decisions if his forward units didn’t understand the importance of their role? And how effective would those units be if they didn’t understand their mission? The same conditions apply to salon/spa owners and leaders. Low level “troops” who clearly understand their role and mission will always be able to provide better feedback to senior leaders in charge of major decisions.
When a salon/spa is small, for workers the “why” exists naturally. It should be obvious how much individual contributions matter in an organization of five or ten people. The problems is growing salons/spas almost always reach a tipping point when the team environment evolves into a salon/spa owners and managers version of the TV show The Office. Staff feels disconnected to management and management feels frustrated because the staff doesn’t get it. Salon/spa managers and owners skilled at providing staff the “why” can help stave off this tipping point. You may be beyond this point and your staff has a good grasp of the “why” of the tasks they need to perform. That means your communication lines are good and you are using the ODM model Open Door Management!
Now for the next step. If your salon/spa has already passed this stage, one of the most powerful trends in management and a fantastic tool for producing employee involvement is Open Book Management (OBM). In a nutshell, OBM does away with all confidentiality in regard to salon/spa finances. By showing receptionists and stylists where the salon/spa stands, its financial health, how key numbers and ratios affect profitability and revenue, and perhaps most importantly explaining to receptionists and stylists how their pay is affected by all of the above, OBM does a far better job at involving receptionists and stylists and giving them job the “why” than simply handing out a bonus plan or profit sharing program!
OBM – Open Book Management gives ratios to the staff that MIKAL can provide for you. An example is New Customer Retention. “Why” is it important to prebook new customers before they leave your salon/spa? Because right now most salons and spas only keep 30% of new customers for a follow up visit in the next 90 days. If the salon/spa can double that number using the MIKAL New Customer Welcome Book and Preceptionist ReBooking Strategies the net profit in the salon/spa will increase from 2 to 5 percent! Now the stylists and receptionist know why you get crazy every time a new customer is allowed to wander out the door without being asked to rebook. Remember the 10% sales increase I mentioned at the beginning of the article? That is the “why” you would share with staff to motivate them to set goals and review the evaluation reports.
Another reason for practicing Open Book Management is that the majority of our stylists and receptionists have no concept as to what it costs to run a salon/spa. One owner we work with books a half hour with a different employee each week (and pays them) and has them assist with printing checks and making payments to vendors. The employees are amazed at how much it costs to run a salon/spa!
For salons/spas unwilling to make the jump to OBM – Open Book Management, or salon/spa managers working within a larger organization, the first step to forming the “why” for your stylists and receptionists is to understand all of the work and information flow affecting members of your team. Only when a manager understands all of the interactions between her receptionists and stylists, clients, vendors and other departments, can she show her receptionists and stylists how their work fits into the overall structure of the salon/spa. It is important to know that everyone in an organization has a customer. Your customer is whoever receives your work output, and for most receptionists and managers their customer is not the end customer but rather another person within the salon/spa. This way of thinking should reveal each employee’s relevance as well as uncover meaningless work. Salon/spa managers should understand and be able to explain to their receptionists and stylists how their jobs add value and “why” particular tasks are required. If an employee is performing tasks that are not needed by someone else in the salon/spa or by the end customer, those tasks should be eliminated. At the same time as soon as a staff member stops being serviced by another staff member (like the receptionist stops providing daily appointment schedules to the stylists) the staff member needs to notify management. In this way the system becomes self policing. As a manager or owner, you will have transcended the mindless commands of telling them how to do their jobs and shown them “why”, and for whom those jobs get done.
|Posted on October 16, 2019 at 5:50 PM||comments (1)|
Today’s client is conservatively impulsive! That means they hold on to their money as long as they can but when the urge hits them to buy something - they do! (Remind you of anyone you know?) 30% of all clients make daily buying decisions based on "Groupon" type deals that are delivered to their in box. So you combat that with posts on Instagram and Facebook? How far down on the client's feed is your post if they don't look at it for an hour? Plus - At the same time in this summer economy clients slow down their visit frequency. Clients are stretching their appointments out and did you know if your average client puts off their visits by just one more week that can mean a 15% decrease in sales volume? OUCH!
JITA is the answer. Just In Time Appointment offers take advantage of the new buying trends and increase client visits and income.
JITA looks at your book each morning and checks for available times. Then JITA e-mails/texts clients who you want to offer these appointment opportunities to. Only each service provider’s clients that have opted in to JITA, only for the services you want to promote, only for the times of day you want to build, and only to clients that do not have a future appointment. JITA makes smart marketing offers!
So you need to get JITA going NOW! It only takes minutes to set up and runs every day automatically.
Call MIKAL and get your JITA going - NO revenue share, only sent to opt-in clients that don't have a future appointment! JITA is smart. Call us at 513-528-5100 and get BOOKED!